This course is under development by the examination body - Due Mar 2007

Key tasks IPAD
The key tasks for the IT Service Management Practitioner Agree and Define are:
• Managing the Agree and Define processes
• Organizing the Agree and Define processes
• Optimizing the Agree and Define processes

The typical activities of a practitioner in management of the Service Level Management and the
Financial Management for IT Services would be:

Managing
• Plan the key activities for the Service Level Management and Financial Management processes.
• Plan the exchange of appropriate information relevant to managing the Agree and Define processes
• Initiate actions to ensure that the key activities in the Agree and Define processes meet the objectives set
• Report on the effectiveness and efficiency of the activities in the Agree and Define processes

Organizing
• Organize the exchange of appropriate information with other processes.
• Organize the exchange of appropriate information with customers, end-users and suppliers.
• Develop and maintain the procedures of the Agree and Define processes.
• Define IT Services and maintain the Service Catalogue
• Prepare the negotiation, agreement and maintenance of various agreements (SLA, OLA and
UC) Participate in the budgeting activity
• Participate in the development of the IT Accounting System
• Participate in the development of the Charging System
• Participate in the creation of the financial reports

Optimizing
• Monitor and optimize the Agree and Define processes.
• Propose service and process improvements, based on results of monitoring and/or reviews.
• Plan and conduct audits of the Agree and Define processes.
• Manage the ongoing financial operations and performance
• Participate in ongoing service management through the service review meetings

Who Should Attend

• Managers planning to implement Service Level Management
• Managers that want to improve the existing Financial Management
• Operation staff, Managers and Project Managers
• Anyone working in a Financial Management environment
• Professionals who will participate in managing, organizing, and optimizing the operations of the processes in an IT Service Organization


Prerequisite

Participants must have already obtained the Foundation Certificate In IT Service Management. If you do not have this certificate, it is attainable through iTilasia ITIL IT Service Management Essentials course.


Examinations
A 90 minute closed book exam containing 40 multiple choice questions.

Booking
contact us at: info@itilasia.com